The Team Leader provides oversight of CX Success Centresupport functions including referral management, appointment management, enquiry management, case management, and other administration duties including on-site administration as required to facilitate the smooth running of operations and the CX Success Centre.

They will act as the first point of escalation for Administrators, and will deputise for the Operations Manager as required.

Accountability

• Responsible for line management and professional development of a team of Administrators, following Maximus’s performance management framework and values including engagement activities, completing performance appraisals, absence management, performance management, disciplinary and grievance procedures
• Responsible for ensuring efficient and effective administration of customer referrals including manual and on-hold queues, aged case management and appointment management to ensure slots are appropriately filled and cancellations and send homes processed to meet contractual requirements. Enquiry management and case management informing the Operations Manager of progress and identified risks.
• Ensure accurate and timely processing of Customer Expenses, Audit and Reasonable adjustments, through assurance of the Administrators to achieve contractual targets. Act as point of escalation and authorisation for out of process claims.
• Effectively report on activities and performance as appropriate, ensuring IT and Health & Safety systems and risk mitigation processes are in place and fully operational, monitoring and reporting on incidents.
• Lead and support the team to drive continuous improvement; identify areas for improvement within each support function area.
• Perform other duties as required by the Operations Manager commensurate with the nature, level and scope of the job, including deputising for the Operations Manager, in their absence.

Role Requirements:

Qualifications & Experience

Essential

Previous experience in supervisory role, leading and motivating teams in a busy environment, delivering to often challenging targets

Experience of performance management; familiarity with contractual targets, performance monitoring and reporting.

Demonstrable commitment to delivering customer service and continuous improvement.

Individual Competencies

A commitment to the principles and practices of diversity, equity, and inclusion

Able to communicate across a broad range of audiences

Able to assess and solve problems confidently whilst working to tight deadlines

Able to plan and prioritise workload

Strong coaching and performance management skills

Strong organisation, problem-solving and decision-making skills.

Desirable

Experience in delivery of WCA, PIP or Specialist Benefits plus other Government contractors / commissioners

Demonstratable knowledge of back-office support processes and standard operating systems.

Team Leader diploma or certification.

Good IT and analytical skills with the ability to read reports and identify actions to improve performance.

Confident in the use of MS Office packages and relevant operational systems

Travel Requirements

Must be able to travel as required.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. • We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. • Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.